Optus Pay: Support

This product is only available to existing, registered Optus Pay users.

Optus Pay is a contactless method to pay for transactions under $100. Rather than reaching for your card, you can simply ‘wave’ your handset or payment accessory at contactless payment terminals where Visa payWave is offered.

The Optus Pay app links to your bank account, so you can load funds up to a maximum of $500. You can then use these funds to make contactless payments of up to $100, wherever you see the Visa payWave sign. Like all cards, acceptance is ultimately at the merchants' discretion.

Need more info. Select from the options below:

Managing Optus Pay app issues

If you're an existing, registered Optus Pay user and you're having trouble, give this a go...

Turn your phone off and then back on. Once your phone is on, open the app again

Uninstall and then reinstall the app

Ensure your SIM has been activated on the Optus network for a minimum of 24 hours

If you're still having trouble, email us at optuspay@optus.com.au and we'll see what we can do to get things going.

If you're an existing Optus Pay customer and you've got an Optus Pay Payment Accessory that you want to add to the app, click on 'Payment Settings' and then follow the prompts. If you're still experiencing an issue, email optuspay@optus.com.au.

You can load up to $500 at any one time. Plus, there are daily, monthly and annual limits:

The maximum funds you can load in one day is $1000, which relies on you first spending the initial $500 before the second $500 is loaded

The maximum funds you can load in a month is $3000

The maximum funds in a year is $36,000

You can load funds in two ways:

Using Online Banking

You can load funds by using the 'Pay Anyone' feature through your existing bank. Just transfer your funds using the BSB and account number provided when you register in the app. If you've forgotten your details, they can be located within the load tab in the app.

Typically, your funds will be ready to use within 1-2 business days (depending on your bank).

Using the Optus Pay app

You have two options:

Auto Load - Set up an Automated top-up when you reach a pre-set balance

This depends on the type of handset or payment accessory you have. You need to be an existing, registered Optus Pay user with either an NFC enabled Android handset or an Optus issued payment accessory to use Optus Pay.

I'm using an NFC enabled Android handset

There are a couple of ways to pay using Optus Pay:

With the app open (ON)

This means that the app must be opened before you can 'wave' your handset in front of the Visa payWave machine.

With the app closed (OFF)

Turning the option to 'OFF' will allow contactless payments at any time, even if your phone is off or out of battery!

You can change this option in the app viaSettings > Payment Settings > Contactless > tap 'ON' or 'OFF'

I'm using an Optus issued Payment Accessory

You can pay using your Optus issued NFC enabled payment accessory - a Sticker, Payband, Paytag or SmartCup. To pay, simply 'wave' the accessory near the Visa payWave machine.

You can have up to 4 Payment Accessories per facility, if you are an existing registered Optus Pay user as at 21/06/18.

Once you receive your Optus issued payment accessory you'll need to add it to the Optus Pay app by either using the QR code scanner built into the app or by manually entering the serial number of the payment accessory. There are instructions in the app to help you add and manage payment accessories.

Terms & Conditions

Any advice contained in this document is provided by Optus Mobile Pty Limited ABN 65 054 365 696 as authorised representative of the Issuer. This information has been prepared without taking into account your objectives, financial situation or needs and so you should, before acting on the advice, consider the appropriateness of the advice having regard to your circumstances. You should also obtain and consider the Product Disclosure Statement for the Optus Pay facility available in the Essential Info section of this site before making any decision in relation to the facility.

You don’t need a PIN to open the app, which means the Optus Pay app can't be used for contactless transactions of $100 and over or for transactions that normally require a PIN. However, some app functions such as changing your contact details and creating a direct debit do need a passcode that is set by you.

The Optus Pay facility is issued by Heritage Bank Limited. The Optus Pay Team includes a support team at Heritage Bank who can help if for example, you need a passcode issued or you want to close your facility. They also assist with managing any disputed transactions.

We recommend you first check that your new phone is compatible with Optus Pay in the Optus Pay - Device Ready List [PDF]. If your new phone is not on the list, Optus Pay may not be available on your new phone.

If your Optus Pay facility is inactive for 12 consecutive months and you have funds loaded, you will be charged an inactive fee of $1.95 per month. Unless you start to use your Optus Pay facility again, you will continue to be charged the inactive fee until the remaining funds are reduced to zero, when your Optus Pay facility will be closed.

You can turn off the payment function and auto loads at any time, but you can't suspend the Optus Pay facility unless your phone is lost or stolen. If you want to close your Optus Pay facility, just call the Optus Pay team on (07) 4694 9081 and they will help you out and return the available balance.

Optus Pay should work on most Australian contactless terminals that accept Visa payWave. Just hold your phone or payment accessory over the payment terminal for around 3 seconds. The phone or payment accessory should be held within 4 centimetres of the contactless terminal to complete the payment.

No. If you want to make contactless payments without opening the app, make sure the accessory setting is set to OFF in My Accessories. This way, Optus Pay will behave like a traditional card and always be available to make contactless payments whether the app is open or not, or generally even if you run out of battery.

It can take 1 to 2 business days for the link deposit, "OptusPay LINK" to arrive in your bank account. If it doesn't arrive, check that you entered your bank BSB and account number correctly. You'll have to start the process again if these details are incorrect. You can only link to Australian banks and most other Australian non-bank financial institutions. It will not work with foreign banks and accounts that don't allow direct debit payments.

Sorry, you can't as there's no print feature within the app. But you could take a screenshot and email it to yourself and print it. As the Optus Pay facility is designed for electronic use, you have agreed that notices, transaction information and communications related to the facility will be available electronically.

If you want to dispute a transaction, simply fill out the transaction dispute form and email a signed, scanned copy to optuspay@heritage.com.au within 45 days of the date the disputed transaction was made. This form can be requested from within the app, in Dispute Transaction under Settings. The transaction dispute form will be emailed to you, so make sure your email address listed in the app is correct. If it turns out you made the disputed transaction, you will be charged a $10 processing fee, just to cover our expenses.

Payment Accessories

It depends. For example, some phone covers or cases depending on the material and thickness of the material they are made from, may interfere with the proper functioning of the NFC SIM or sticker and so the cover or case may need to be removed in order for the SIM or sticker to work.

The Paytag can be slipped onto any fitness tracker or watch that has a buckle such as a Fitbit, Jawbone, Apple Watch and G-Shock. If you are an existing registered Optus Pay user, you can order the Paytag free of charge via the Optus Pay app. Go to Settings > My Accessories > Order New Accessory

The Optus Pay app manages the Special Edition SmartCup. If you go to the Optus Pay app you can temporarily lock the Visa payWave functionality of the Special Edition SmartCup or remove it permanently if you lose your Special Edition SmartCup.